Highlights
Establish continuous improvement governance and track realization of identified benefits Process Transformation & Automation Lead initiatives to automate manual processes and reduce transactional complexity across Customer Service operations. Job Description Continuous Improvement & Process Excellence Lead the Customer Service continuous improvement strategy and roadmap across global Order-to-Cash processes.
Numbers & Facts
| Location | Pennsylvania, PA |
| Industry | Chemicals/Petro-Chemicals |
| Company Size | 1,500 to 1,999 employees |
| Year Founded | 1918 |
| Website | https://www.quakerchem.com/ |
Description
Job Description Continuous Improvement & Process Excellence Lead the Customer Service continuous improvement strategy and roadmap across global Order-to-Cash processes. Identify opportunities to improve service quality efficiency customer experience and process standardization. Facilitate problem-solving methodologies to drive sustainable process improvements. Conduct process mapping value-stream analysis and root-cause investigations to identify improvement opportunities. Develop and implement standardized best practices across regions and customer service teams. Establish continuous improvement governance and track realization of identified benefits Process Transformation & Automation Lead initiatives to automate manual processes and reduce transactional complexity across Customer Service operations. Evaluate and implement workflow automation robotic process automation RPA AI-enabled solutions and digital tools where appropriate. Partner with business stakeholders to redesign processes that improve customer experience and operational performance. Develop business cases that quantify expected business benefits productivity gains and return on investment. Monitor post-implementation performance and benefits realization against project objectives. Systems Ownership & Technology Enablement Serve as the business owner for Customer Service technology platforms and supporting systems. Define business requirements for system enhancements upgrades integrations and new technology implementations. Partner with IT Digital and external providers to prioritize and execute technology roadmaps. Ensure system capabilities support standardized business processes and evolving organizational needs. Manage testing user acceptance activities and business readiness for system deployments. Maintain a pipeline of technology improvement opportunities and innovation initiatives. Customer Service & O2C Optimization Analyze end-to-end O2C performance to identify bottlenecks service failures and process inefficiencies. Drive improvements in order management customer communications dispute resolution invoicing and fulfillment-related processes. Collaborate with Customer Service leaders to improve operational performance through process redesign and technology adoption. Support global standardization initiatives to reduce process variation and increase scalability. Promote a customer-centric approach in all improvement and system enhancement activities. Change Management & Adoption Lead organizational change efforts associated with process and technology transformations. Develop communication training and stakeholder engagement plans to drive successful adoption. Partner with the Policies Procedures & Training Lead to ensure documentation and training materials remain current following process and system changes. Establish feedback mechanisms to measure user adoption and identify opportunities for further improvement. Act as a change champion and advocate for continuous improvement across the organization. Project & Portfolio Management Manage a portfolio of Customer Service improvement and systems initiatives. Prioritize projects based on business value strategic alignment customer impact and resource availability. Facilitate governance reviews and provide project status updates to leadership teams. Identify risks and mitigation strategies to ensure successful project delivery. Track and report realized operational and financial benefits resulting from improvement initiatives.
About Company
As a global employer, Quaker Chemical and it's subsidiaries has developed a unique culture that encourages high involvement and active collaboration at all levels. We are committed to creating a work environment which values and leverages diverse backgrounds, experiences, and cultures.
Quaker supports career growth, placing strong emphasis on personal and professional development. Individuals who are prepared to drive their own advancement will find challenges in various assignments, on-the-job training, formal and informal development and structured educational opportunities. Advancement in Quaker is based on individual performance, business needs and individual interest and capabilities. We seek to hire those who share our values, and want to expand and apply their talents to make a difference. We offer a competitive compensation and benefits program, and much more!